Emailed Comment reopens a closed issue in Jira Software not Service Desk

[Brian Oconnell]

Hello,

This is for Jira Cloud.

In our Service Desk projects, we use one of the default Automations to re-open a Closed or Resolved issue if the customer responds to an email thread from that issue.

I want to do the same thing in other (non-Service Desk) projects, but the automation tools are completely separate, just to keep things interesting.

Is it possible to duplicate that behavior somehow in a Jira Software project?  I was not able to find anything in documentation or other users' issues.

Thank you for any suggestions.

[Petter Gonçalves · Accepted solution]

Hello @Brian Oconnell

Thank you for reaching out.

Per your description, I understand you have an automation rule to reopen a ticket when a customer add any comments (Through e-mail), however, you want to apply this same automation to several projects instead of having to create a new rule for every single project you want. Is that correct?

Today, Jira Service desk has two automation tools:

1 - The deprecated SD automation (Project settings > Automation)

2 - The Automation acquired from Codebarrel (Project settings > Project Automation), which will replace the SD automation as soon as it gets updated with all it's features.

The first tool is project-related and only applies to service desk projects, while the second one applies to any project types and can be configured as project-related or a Global, where you would be able to select it to be applied for several projects at the same time.

That being said, I believe the best option you have to achieve your need would be to create a new Global rule and apply it to any projects you want. This would be the steps:

1. Navigate to any project you have > Project settings > Project Automation
2. Click in Global administration > Then, click in the blue button "Create rule"
   
3. Create the rule to reopen an issue if a comment is added. Something like the rule below, however, selecting the statuses of your site:
   
4. Publish the rule and, in the same global administration section, select for which projects the rule should be applied (Scope)

The rule above will properly reopen your issue when any comments are added (Through E-mail or any other channels).

P.S: Although the issue can be triggered when it is in any "Done" status of your workflows, the issue can only be transitioned to a single status with the automation. That being said, you must configure this "Common reopen" status in all your projects which will be applied with this rule, also configuring a valid transition to move the issues from the done status.

Let us know if this information helps.

[Brian Oconnell]

Thank you Petter.  

I wish the documentation addressed the two different automation tools and when to use each.  It's very confusing right now, and this is the first time I have seen anything about plans to deprecate one of them.  Maybe if users were aware, they would stop building in the soon to be deprecated system.